Mattermost from the company of the same name in Palo Alto is a messaging, collaboration and communication platform providing high security and compliance for the businesses that need it.
$0
per month per user
ServiceNow Now Platform
Score 8.7 out of 10
N/A
The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.
I used Mattermost on a full remote company and it perfectly suited our collaboration and communication culture. The company dealt with privileged and personal information of a huge data base of users, so it was a significant advantage for our need to comply with industry regulations.
ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.
Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
Tutorials on how to be the best at reporting in servicenow
Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
Mattermost has been an excellent tool for our business, allowing for a very cost-effective means of communicating, collaborating, and sharing project and business documentation and resources. The free community edition allows for simple installation on existing cloud server resources which results in significantly lower recurring costs compared to the competition
While we are very likely to renew, we are also assessing if we should renew all of what we currently subscribe to as we try to reduce costs. Some parts of the business feel there may be a better tool out there to fit their process requirements. We are currently working with them to identify what those requirements are to see if it makes sense while also pointing out a reduced cost of tooling is not always the best fit if we have an increased cost of customization and maintenance between tools.
It's an extremely easy to use software, and I would recommend it to every company that is growing. I think they could improve their notification system, as it gets a little spammy sometimes and important notifications get lost. Also needs to improve the number of private chats that you are allowed to create.
It provides a lot of modification options which is wonderful for certain team usage but becomes too much of a job when it comes to the Service Desk. Also on the app support side, since too much information can be carried, it affects the GUI and makes it complex.
We have not had to contact support for Mattermost ever. All that we have needed has been available in the documentation or website. One of our DevOps team members set it up in a couple of hours. The whole team was using Mattermost that same day. No support needed.
The platform is provided as a SaaS solution and support from the vendor has been good. There are regular software releases with bug fixes, new features and enhancements, and furthermore we are given the opportunity to fully test these before rolling these new releases out into the production environment to minimise the risk of business disruption
We went through a re-implementation last year with a partner and were very pleased with the outcome. We looked at several partners and chose one that was able to provide an entire scope and cost upfront of what would be required to complete our requirements. We worked very closely with the dedicated team assigned to our project throughout the process and they fully delivered on all of our requirements that we presented in the initial scope.
I feel slack is a bit more difficult to use overall than Mattermost. Mattermost makes the tasks of communicating across departments and team members easier, as well as giving the ability to share information via hyper links, attachments, and other forms of communication among every body here. Also, easier user interface
ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
Our base managed service MSA is very clear and focused on our use of ITSM (ITIL role license). Other parts of the platform use some sort of transaction count licensing. This type of pricing does not work for an implementation of our scale.
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
Fast implementation of our Sales & Operation/Projects controls and process - tool adapted to our needs, not us to adapt to the tool.
Once we are a consulting/implementation company, our customers are happy to see that we use what we sell, and it is easy to show them how this platform/tool can have an impact on our own business.
